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Dealing with difficult customers

Module Overview

This online module equips learners with essential skills to manage challenging customer interactions professionally and effectively. It covers strategies for handling complaints, defusing conflicts, and maintaining a positive customer experience while protecting personal and company reputation. Through real-life scenarios, role-playing exercises, and interactive content, learners will develop confidence in managing difficult situations with empathy, patience, and professionalism.

Outcomes


  1. Introduction to Difficult Customers – Understanding customer frustrations, common causes of difficult behavior, and emotional triggers.

  2. Active Listening & Empathy – Techniques for listening attentively, showing empathy, and building rapport to calm upset customers.

  3. Effective Communication Strategies – Verbal and non-verbal communication techniques for de-escalating tense situations.

  4. Handling Different Types of Difficult Customers – Strategies tailored to angry, impatient, demanding, or passive-aggressive customers.

  5. Managing Stress & Emotional Control – Methods for staying calm, composed, and professional in challenging interactions.

  6. Problem-Solving & Conflict Resolution – Approaches to resolving complaints and turning negative situations into positive experiences.

  7. Setting Boundaries & Escalation Protocols – Knowing when and how to escalate issues to higher management and setting professional boundaries.

Component


  1. Introduction to Team Building – Understanding the importance and benefits of effective teams.

  2. Team Roles & Dynamics – Exploring team member roles and how they contribute to success.

  3. Leadership & Communication in Teams – Developing skills to lead and communicate effectively.

  4. Building Collaboration & Trust – Strategies to foster teamwork, motivation, and engagement.

  5. Conflict Resolution & Problem-Solving – Managing disagreements and improving team decision-making.

  6. Remote & Hybrid Team Management – Adapting to digital collaboration and virtual teamwork.

  7. Performance Evaluation & Continuous Improvement – Monitoring team progress and making necessary improvements.

Target group of the course


  • Customer Service Representatives

  • Sales Professionals

  • Retail & Hospitality Staff

  • Call Center Agents

  • Support Teams & Helpdesk Employees

  • Business Owners & Entrepreneurs

  • Healthcare & Social Service Providers

  • Managers & Team Leaders

  • Anyone in a Client-Facing Role


This module is perfect for anyone who deals with difficult customers and wants to improve their conflict resolution, communication, and customer service skills. Let me know if you’d like to customize the target audience further!

Fees

TBD

Venue

Sydney, Melbourne, Brisbane, Canberra, Perth, Adelaide

Time and Date

Coming Soon

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